Client Case Representative, Senior Associate

As a Senior Client Services Associate, you will play a key role in delivering Vanguard's best-in-market service to our most valuable and complex clients. Drawing on your strong pension and investment knowledge, you'll guide clients through a range of interactions, build trusted relationships, and help shape the future of our service model.

You'll thrive in a dynamic environment, serving clients across multiple channels - phone, secure message, and planned meetings - while contributing to continuous improvements in how we engage and support high-value investors.

What You'll Do

Client Experience & Service Delivery

• Provide exceptional service to high-value and high-complexity clients, ensuring every interaction builds trust and confidence.
• Respond to inbound calls and secure messages from HNW clients with timely, clear, and comprehensive guidance.
• Take end-to-end ownership of onboarding new affluent clients, including proactive outreach, expectation setting, and ensuring a seamless start to their Vanguard journey.

• Support high-risk transfers into Vanguard by coordinating with internal and external partners to ensure smooth execution and outstanding client communication.
• Lead and deliver Managed Services booked meetings (Managed ISA & Pension), helping clients achieve strong financial outcomes.
• Act as an escalation point for Managed Services queries and provide training to the wider Client Services team.

• Use client data and insights to help shape and evolve our service model where improvements are within our control.
• Demonstrate a keen interest in investment markets and share expertise by leading huddles, training sessions, and knowledge-building activities.
• Collaborate closely with a small, high-performing team that puts the client first in everything we do.

• Maintain deep expertise in Vanguard's funds, products, and services.
• Understand the broader financial services landscape - including legal, tax, and regulatory considerations - to support clients effectively.
• Uphold high standards of professionalism, judgement, and client-focused decision-making.

• Proven experience in Investments, Wealth Management, Private Banking, or a related field with strong exposure to pensions and investments.
• A relevant Level 4 qualification, such as:
  • Diploma in Regulated Financial Planning
  • Investment Advice Diploma
  • IMC Level 1 & 2
  • Level 4 Certificate in Investment Management
• Exceptional client service skills and the ability to engage confidently with HNW clients and senior stakeholders.
• Undergraduate degree or equivalent combination of training and experience.